About the roleRippling's Global Payroll Operations team manages payroll processing and services across 80+ countries around the world. As Rippling continues expanding globally, we are looking for a hyper-focused, customer-obsessed Escalations Lead to serve as our primary champion for customer experience when critical issues arise. This role is driven by a desire to make rapid, lasting improvements that immediately impact the experience of both our largest enterprise accounts and our smallest growing businesses.
You are part technical detective and part cross-functional project manager. When sticky, high-friction problems hit, you jump straight into action, unraveling complex scenarios into actionable components. You possess a deep understanding of our product behavior, thrive on rigorous root-cause analysis, and are relentless about driving end-to-end fixes alongside R&D counterparts, internal ops, and cross-functional leadership. You build trust effortlessly with customers, communicate with exceptional clarity, and translate frontline operational friction into high-value product roadmap items.
This is a high-visibility opportunity offering deep exposure to global product operations and an immediate, direct impact on our product quality and customer retention.
What you will do- Own end-to-end management of executive escalations: Serve as the subject-matter expert and drive resolution of complex, cross-functional problems. Orchestrate internal stakeholders to collaborate efficiently, demonstrating control and leadership in high-stakes situations. Communicate complex scenarios with simple, clear, and strategic written and verbal communications.
- Customer Management and Communication: Jump into high-stakes customer escalations to stabilize critical issues and build immediate trust. Deconstruct problems into crisp updates for our customers and internal stakeholders.
- Project Manage Incidents: Bring structure to high-friction situations by coordinating action plans, ownership, and cross-functional execution.
- Root-Cause Analysis: Unravel complex technical and operational issues into actionable components, leading RCAs to prevent recurrence. When an incident or customer escalation arises, you rapidly root cause the situation and develop a plan forward.
- Analyze trends and root causes: Conduct thorough root cause analysis on each escalation to identify trends and drive effective process improvement. Share trends analysis with executive leadership.
- Partner directly with customers: Engage with customers to navigate complex challenges, resolve critical issues, and strengthen their trust in Rippling's products and services.
- Drive End-to-End Fixes: Partner relentlessly with R&D and Ops to deliver durable fixes and critical roadmap items
What you will need- 3+ Years Experience: Escalations Management, TPM, Account Management, Strategic Customer Support, or Operations at a fast-growing tech company.
- Obsessive Customer Focus: Passion for user experience and a track record of building immediate trust in high-stress moments.
- High Focus and Ability to Handle Pressure: Hyper-focused under pressure with a strong bias for action during critical incidents.
- Product & Technical Curiosity: Deep drive to understand product behavior and perform rigorous root-cause analysis.
- R&D Partnership: Strong collaborative muscle to influence Product, Engineering, and CX on permanent fixes.
- Structured Communication: Ability to break down complex issues into clear, actionable steps for both technical and executive audiences. Adept at managing communications for both internal and external stakeholders.
- Extremely driven and ambitious with a bias for action
- Have a solid track record of achievement - e.g., consistently delivered measurable business impact, quickly assumed increasing responsibility, or earned competitive recognition/ awards
- Quick learner with the ability to adapt to a fast-paced, high-growth environment
- Have excellent written and verbal communication in English with a strong attention to detail
- Ability to partner cross-functionally with a sense of urgency and influence without authority
- Previous experience in a fast-growth startup is preferred but not required
Additional InformationThis role will receive a competitive salary + benefits. The salary for US-based employees will be aligned with one of the ranges below based on location; see which tier applies to your location here.
A variety of factors are considered when determining someone's compensation-including a candidate's professional background, experience, and location. Final offer amounts may vary from the amounts listed below.
The pay range for this role is:
68,160 - 102,240 USD per year (US Tier 1)
61,344 - 92,016 USD per year (US Tier 2)
57,936 - 86,904 USD per year (US Tier 3)
